Job Description

Customer Service Representative - Parts & Claims

LOCATION: Conyers, GA, US, 30013

COMPANY: Dover Corporation

JOB TITLE: Customer Service Representative – Parts / Claims

LOCATION: Conyers, GA

WHAT WE’RE LOOKING FOR:

We are looking for a Customer-focused individual who has strong attention to detail and organization. The person in this role will be an advocate for our Customers and for our brands, working to efficiently process warranty claims and provide parts for our Customers and service partners. Additionally, along with the rest of the parts / claims team, this person will capture data to provide our technical teams the information needed to help resolve field issues. The position will report to the Warranty Manager and will be based in our Conyers, GA facility.

WHAT YOU’LL BE RESPONSIBLE FOR IN THIS ROLE:

• Answering phones and responding to emails, providing our Customers with assistance in ordering parts or processing claims
• Following established processes and policies when determining warranty coverage and escalation of potential customer disappointments
• Maintaining service levels with our Customers, ensuring timely and accurate quoting, order placement and follow-up
• Tracking orders / shipments and providing Customers with timely updates
• Coordinating and scheduling field programs and contractor site visits
• Part identification through job order / serial number search or by picture / description
• Basic remote trouble-shooting
• Working with internal functions to provide pricing and lead times for requested parts
• Participating in daily management meetings helping identify root causes and countermeasures

WHAT ARE THE BASIC QUALIFICATIONS?

• 3+ years of B2B customer service with focus on after-sale parts / support
• High school diploma or GED / Equivalency
• CRM / Service software experience
• Ability to use telephony system
• Proficiency with MS Office (Outlook, Excel, Word)

WHAT ARE THE PREFERRED QUALIFICATIONS?

• Industry knowledge (food retail / commercial refrigeration)
• Salesforce service cloud experience
• AS400 or DOS-based ERP experience
• Technical degree or certification

TO BE A GREAT FIT FOR THE ROLE:

• Ability to provide excellent customer service
• Be professional and courteous in all situations
• Intellectually curious and ability to problem-solve
• Strong work ethic and integrity

HOW WE DEFINE OUR VALUES AND WHY YOU SHOULD JOIN OUR TEAM:

The backbone behind our collection of outstanding businesses is a team of dedicated employees who protect and enhance our valued reputation for quality and delivering what we promise. It’s our values that define Dover to all our key audiences: our shareholders, customers, prospective employees and especially to ourselves.

These values must be expressed in our work and embody our actions, as they form the basis by which we do our jobs, make decisions and measure our performance. It’s our unwavering commitment to maintaining our values that defines who we are as a Company.

• Collaborative Entrepreneurial Spirit
• Winning Through Customers
• Respects and Values People
• Expectations for Results
• High Ethical Standards, Openness, and Trust

WHAT’S IN IT FOR YOU?

• Medical, Dental, and Vision
• 401k Retirement Plan
• Flexible Spending
• Paid Holidays

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Company Description

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what’s possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under “DOV.” Additional information is available at dovercorporation.com.